Trends Report

UK Financial Services Customers Are Slow To Adopt Customer Service Chatbots

January 30th, 2020

Summary

Only a handful of UK online adults use chatbots to engage with their financial services providers. UK millennials are much more likely than other age groups to use chatbots to connect with their banks, but chatbot adoption for credit card and investment providers remains in single digits. Just over a third of UK online adults believe that chatbots can handle mundane financial tasks; still, most are not interested or comfortable using them for customer service in financial services.

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